Zoom Delivers Happiness to 2,200+ Global Employees

A leader in modern enterprise video communications, Zoom historically struggled with aligning internal travel policies with their company mission, but eventually found both success and a culturally aligned travel partner in TripActions.

Even as Zoom continued its rapid takeover of the video communications space, they were yet to implement a formal travel program. Unmanaged travel was thus a big issue, according to Sidney Ong, Sr. Manager of Enterprise Systems at Zoom. Sidney’s team manages all business-critical applications that employees rely on. With corporate travel becoming a large line item, they needed to find a solution.

“The biggest challenge for us was the lack of centralization and monitoring,” Sidney explained. “Travel was being booked in different channels, and it was difficult to budget without centralization of data. We were unable to consistently support our travelers from both a duty of care and general support standpoint.”

Challenges
  • Lack of centralization & monitoring
  • Inability to deliver on Duty of Care commitment
  • Travel program misalignment with company culture
Results with TripActions
  • 95% traveler adoption
  • Net Promoter Score: +70 (“World-Class”)
  • Full visibility into travel analytics across teams and offices

Strong Support and Cultural Alignment

Procuring a travel management company wasn’t so simple, either. Zoom needed strong support, and for their partner to be culturally aligned. Sidney shared, “It all starts with our culture, which has been ingrained in us: happiness. This is a simple concept that has worked tremendously for us. Its effect resonates through our employees down to our partners and our customers.”

Deployment Was Easy and Fast

Providing travelers with a good booking experience was key — that much was clear. Zoom needed a place to centralize administration, apply policies, track spend, and support their travelers 24/7. After evaluating several travel management companies and legacy players, Sidney and his team chose TripActions. They were fully deployed less than one month later.

“TripActions takes a lot of stress off my plate…”

Emily Crane, Office Administrator at Zoom, quickly took over the front-line duties of managing their travel program. She handles all logistics for travel and onsite events, so it was imperative that she feel supported in her role. “I love the parts of my job related to travel because TripActions is such a joy to use,” Emily said. “At other companies I’ve worked at I’ve had to coordinate travel without a travel platform, and it was very difficult. TripActions makes the relationship between the employee and me a lot better. It takes a lot of stress off my plate to have that added support.”

“TripActions is one of the first apps I feel hands-off with managing... It feels really good from my perspective to not have so much overhead with managing an application that has such high volume.”
Sidney Ong, Sr Manager Enterprise Systems, Zoom

Prioritizing Ease of Use

In addition to fast deployment and employee happiness, Emily and Sidney attribute much of Zoom’s success with TripActions to ease of use. “The platform itself is really intuitive to navigate and easy to use,” said Emily. “Let’s say you’re in HR and you need visibility into a candidate’s travel, or you’re an EA who needs immediate access to their executive’s trip. You can easily pull all their trip information up in one place. This is indispensable functionality for admins like myself and other key stakeholders.”